PNC Bank

Message: Julia Sanders must be knighted as a Dame by the Queen. She was my saving grace in PNC as it hasn’t been easy in my business, times and BBVA becoming PNC. She handled all of my stressful needs with a smile and charisma. Plus she smells amazing (Baccarat Rouge 540). I ended up staying with PNC as I was researching other banks today. I actually left better than how I felt from the therapist’s office. As these times have been extremely difficult, Julia Sanders you have salvaged my hope in humanity! Thank you for your human customer service.

Message: I have an account with this bank only for savings. I never use it. Ever. Some how a scheduled $25 transfer from the checking to the savings happens every month even though I never have used the checking account in 5 years. This particular month I was extremely busy and forgot to make sure that $25 dollars was in the checking to be transferred (still can't figure out why it has to transfer?) I think the transfer was a requirement to open the checking/savings account at the time. I only chose this bank because it is not well known and there are not very many of them so it would be perfect for savings as I would have to go out of my way to find a bank and get money or transfer it to my usual bank. Again I never in life use this account. I only have money deposited from my paychecks and thats it. I got very busy with work and forgot the $25 transfer. Human error. Apparently BBVA does not recognize this. Before I realized the clerical error I was negative $223. 92! and again I never have even spent a penny from this bank. I called confidently knowing the clerks would obviously see that this was truly a mistake and that they would refund my money because that is obviously the right thing to do to a good customer who only stores money in their bank and has never ever used the account. WRONG! In fact, when I called customer service they were not forgiving at all and acted like my account being negative really affected them and I deserved to pay every cent of the overdraft charges (again i never spent any money, this was an overdraft of my own money from my account to my other account). Then Pietro, badge number XS712 told me that he could give me a courtesy by taking away a small fraction of a few $3 charges, (BBVA charges daily overdraft fees but will not give you a courtesy call to let you know something is wrong with your account so they can make more money off of you). I refused the offer and told him that basically I made a human error, and now BBVA is more than capitalizing from it. I took nothing from them. I told him I would take all the thousands of dollars out of my account and move my money somewhere else as I don't use this bank. He was more that happy to lose money on my savings just to let me know he had a badge. I asked if I could speak with his supervisor and he told me there is no other supervisor but him and then snidely told me I could try to reach the creator of BBVA banks but that person probably does not take phone calls. He then explained to me that he was being more than courteous to offer me anything back of the overdraft charges (again not from anything purchased, but from moving my own money to another account with my own money). I hung up and called the Houston corporate office immediately. A young man named Erik O answered the phone and listened to me. He explained the policy and told me that they were only allowed to refund 3 overdraft fees per year, but he was very empathetic. He then asked me to hold for a few brief moments to reach out to his supervisor who was actually filling in for another supervisor and more than overworked. He came back and told me that she (Reina G) heard what happened to me and refunded ALL of the overdraft charges in that instant. No questions asked. They apologized for Pietro's behavior and stated that they did value me as a customer. Thank you Erik and Reina for listening and valuing principal.